Enhance call handling with FracTEL smart routing and AI
Swiftask connects your AI agents to FracTEL to analyze and direct every call to the right department, instantly and without manual effort.
Result:
Reduce customer wait times and increase first-call resolution rates through precise, automated call routing.
AI Agents
fractel
Connector fractel · Secure OAuth 2.0
The challenges of manual and inefficient call routing
Traditional inbound call management is often a source of frustration. Customers are put on hold, transferred multiple times, or connected to the wrong department. This lack of fluidity degrades the customer experience and unnecessarily burdens your teams.
Main negative impacts:
Fragmented customer journey
Calls are misdirected from the start, forcing employees to transfer customers, which increases overall handling time.
Switchboard overload
Your reception teams waste valuable time manually qualifying each call before being able to route it to the right department.
Lost business opportunities
A misdirected call or long wait time increases the risk of call abandonment and the loss of potential customers.
Thanks to the Swiftask and FracTEL integration, your AI agent analyzes the caller's intent in real time and triggers smart routing to the most qualified department or expert.
BEFORE / AFTER
What changes with Swiftask
Without Swiftask + FracTEL
A customer calls. They reach a generic automated attendant or a reception agent. The receptionist asks questions, checks availability, and transfers the call. The customer waits, re-explains their issue, and overall efficiency is low.
With Swiftask + FracTEL
The FracTEL AI system picks up the call. The Swiftask agent identifies the need, checks real-time expert availability, and routes the call instantly to the right person. The customer is served immediately by the expert they need.
Deploying AI routing in 4 phases
1
STEP 1 : AI agent configuration
Define in Swiftask the call qualification rules and routing criteria based on your specific business requirements.
2
STEP 2 : Connect your FracTEL account
Link your FracTEL infrastructure to Swiftask via a secure integration to enable control over call flows.
3
STEP 3 : Define routing workflows
Configure triggers (IVR, CRM data) so that the AI agent automatically decides the call destination.
4
STEP 4 : Activation and monitoring
Launch your smart routing. Monitor transfer statistics and adjust rules dynamically within Swiftask.
Analysis and transfer capabilities
The AI agent evaluates context: caller ID, account history, IVR choices, and real-time agent availability.
- Target connector: The agent performs the right actions in fractel based on event context.
- Automated actions: Conditional routing to specific queues. Direct transfer to an expert's mobile. Automatic expert notification before receipt. Post-call CRM update.
- Native governance: Every routing decision is logged in Swiftask for continuous optimization of your telephony performance.
Each action is contextualized and executed automatically at the right time.
Each Swiftask agent uses a dedicated identity (e.g. agent-fractel@swiftask.ai ). You keep full visibility on every action and every sent message.
Key takeaway: The agent automates repetitive decisions and leaves high-value actions to your teams.
Strategic benefits for your business
Streamlined customer experience
The customer is connected directly to the right person, without unnecessary intermediaries.
Increased operational efficiency
Your reception teams are freed from low-value manual transfer tasks.
Higher resolution rate
By directing calls to the expert dedicated to the issue, you maximize first-contact resolution.
Workflow governance
Control and modify your routing rules instantly from a single interface, without technical intervention.
Business scalability
Manage growing call volumes without increasing your switchboard staff headcount.
Data security and compliance
Swiftask applies enterprise-grade security standards for your fractel automations.
- Secure API integration: Data exchanges between FracTEL and Swiftask use encrypted protocols to ensure the integrity of your information.
- Access management: Precisely control who can modify routing rules via Swiftask permissions.
- Full traceability: Detailed history of every routed call to meet your audit and compliance requirements.
- Robust architecture: A solution designed for high availability, ensuring the continuity of your telephone service.
To learn more about compliance, visit the Swiftask governance page for detailed security architecture information.
RESULTS
Impact on your key performance indicators
| Metric | Before | After |
|---|---|---|
| Average transfer time | 3 to 5 minutes (manual) | Under 10 seconds (AI) |
| First-call resolution rate | Moderate | Significantly optimized |
| Switchboard load | High | Reduced by 80% |
| Customer satisfaction (CSAT) | Variable | Constantly improving |
Take action with fractel
Reduce customer wait times and increase first-call resolution rates through precise, automated call routing.